About the position
We are seeking a highly skilled and experienced IT Manager with a proven track record in leading technical teams, and implementing innovative solutions to drive business objectives. Expertise in project management, system administration, network security, and IT strategy development.
As an IT Manager act as the In-country Customer Engagement and Service Owner the company, both internal and external. The role ensures the efficient and effective implementation of in country IT plans as well as driving the effective and efficient functioning of all IT services in country. It also ensures successful roll out of projects and improvement initiatives in country. The scope of the role includes both the application and infrastructure portfolios.
What you’ll do:
Business Engagement
- Act as the key customer advocate for IT service and products.
- Represent the IT service catalogue, service delivery, application portfolio and future IT products to the business with support of the various IT teams and disciplines.
- Engage with customers (internal and external) in relation to IT service delivery and operational IT continuity plan design and execution.
- Handle all IT service escalations from the business and own the customer feedback loop.
- Manage the in-country IT budget.
Operations Management
- Participate in customer SLAs (service level agreements) and OLAs (operational level agreements) definition and negotiation.
- Audit the impact of the organisational IT service management processes (Incident Management, Change Management, Problem Management) on the in-country operations and address any gaps to meet the business needs.
- Handle crisis management in case of escalation and participate in post-incident reviews.
- Analyse operational trends and propose changes to existing processes when required.
- Prioritise opportunities to improve the service and drive improvement initiatives for the in-country operations and customers.
- Act as a go to for all IT service disruptions and drive customer communication until matters are resolved (24x7).
- Entrench ITIL processes in the in-country IT operations.
- Ensure adoption and compliance with IT-related policies, principles and procedures.
Application Portfolio Management
- Drive the management of the in-country application portfolio with the support of the IT Applications Team (Development and Support).
- Liaise with and manage in country application service providers in line with organisational contract and vendor management practices.
Infrastructure Management and Cyber Security
- Drive the implementation of the in-country IT infrastructure projects with the support of the IT Infrastructure Services Team.
- Liaise with and manage in country IT infrastructure service providers in line with organisational contract and vendor management practices.
- Define the in-county IT infrastructure plan and roadmap including replacements, warranty extensions, etc. in line with the overall Barloworld Equipment IT Infrastructure strategy and plans.
- Address country-specific cyber security implementations and remediations in consultation with the IT Security and Risk team.
- Act as advocate for the organisational cyber security initiatives, including IT Security awareness campaigns.
Service and Project Delivery
- Coordinate IT service and project delivery throughout the lifecycle to keep deliverables and timelines on track.
- Coordinate transversal inter-team operations during service and project delivery.
- Seek support from subject matter experts when considering new in country operational and customer needs (hardware equipment and software technology, monitoring, etc.).
- Prepare relevant customer reports.
Internal customers
- In-country business operations
- IT teams
External stakeholders
- Service Providers (In-country)
- Customers (In-country)
Your expertise:
- 8 - 10 years’ relevant experience
- Engaging with management at an executive level
Qualifications required:
- Essential:
- Degree in IT related field
- ITIL certification
- Advantageous:
- Relevant post graduate qualification
- Project management certification
- Business analysis certification
- Customer engagement and management qualification
Other information applicable to the opportunity:
Knowledge
- Detailed understanding of IT environment management and IT SLA management
- Good understanding of IT infrastructure
- Understanding of cyber security concepts
- Good knowledge of project management and business requirement solicitation
- Strong interest and understanding of the latest IT trends, including digital innovations
- Thorough understanding of ITIL to assist with driving excellence in service delivery
Skills
- Highly developed communication skills to interact professionally with end users, and persuade and influence others effectively at all levels (externally and internally)
- Highly developed Interpersonal skills to manage service providers and SLAs effectively, handle conflict, including sensitivity to diversity
- Advanced critical and analytical thinking and problem-solving skills to perform in-depth analysis of support effectiveness
- Numeric reasoning skills to draw logical conclusions from numerical information
- Ability to multi-task
- Computer, technology and systems skills
- Strong project management skills supported by business analysis skills
Desired Skills:
- Adaptability
- Authenticity
- Partnership
- Ingenuity
- Mastery
